The Ultimate Guide to Managing a Successful Live Chat Team

Introduction

01

Chapter 1
Intro: Build Your Dream Team

02

1.1
15 Must-Have Customer Service Skills to Look for in a Live Chat Agent

03

1.2
Top Interview Questions to Find the Best Live Chat Agents

04

Chapter 2
Intro: Train Your Agents for Live Chat Success

05

2.1
The Importance of Onboarding Programs – Why You Need it & How to Create it

06

2.2
4 Fundamentals to Training Live Chat Agents

07

Chapter 3
Live Chat Scripts and Writing Guides – Templates & Tips

08

3.1
6 Useful Examples of Apology Letters to Customers

09

3.2
How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples

10

3.3
5 Things to Consider Before Drafting Sales Letters and Emails

11

3.4
How to Write Powerful B2C Sales Letters & Emails with 7 Real-Life Examples

12

3.5
How to Write a Winning B2B Sales Letter in 7 Easy Steps

13

3.6
Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions

14

Chapter 4
Intro: Track and Measure Your Live Chat Team

15

4.1
The 9 KPIs You Need to Track

16

4.2
How To Use Your KPIs As Part of an Ongoing Performance Plan

17

Chapter 5
Intro: Take Your Team to the Next Level

18

5.1
How To Deliver Better Service with Omnichannel Customer Support

19

Conclusion
The Wrap-up

20